System Support Specialist - North America

Location: Manchester, Old Trafford
Hours: 1:00pm - 10pm (supporting US clients) (1 Pacific Coast Shift every 8 weeks, 6pm-12am)
Salary: £29,000 base (£31,000 OTE)

To maintain our position at the forefront of our industry – and sustain our continual growth – we’re expanding our technology consulting team supporting our clients in North America.

As a System Support Specialist, you’ll manage the delivery of the implementation of bespoke audio branding services on our clients’ telephony systems and ongoing support thereafter. You’ll be committed to delivering the best experience possible, ensuring clients experience the world-class service we’re known for.

Working together with our dedicated Account Managers you’ll gain a detailed understanding of each specific client case and determine the best strategy to upload our productions.

Your work will be directed through our CRM systems and project cases, so we’ll make the best use of your organisation skills and ability to prioritise your own time. You’ll have a detailed training plan to develop your technical skills. What we ask is that you bring the passion, hard work and drive to be successful.

• Organising and coordinating technical implementation work with external sub-contractors, in-house engineers, or other internal teams
• Logging into client telephone systems remotely to implement changes to the call flow or to upload new audio productions.
• Scheduling remote engineering works on customer sites for field engineers or 3rd party contractors
• Managing and updating all project work into the CRM and related project cases

• Strong communication skills, verbal and written.
• A highly organised approach to your work
• Experience working with multiple departments both internally and externally.
• Experience of working in a telecoms environment and/or support desk would be advantageous
• Good telephone manner.
• Experience or understanding of Service Level Agreements and Ticket Management.

• Competitive salary and rewards
• Career development and progression directly linked to your performance
• Gym membership at Pure Gym
• Critical illness cover
• Life assurance
• Birthday half day leave to celebrate
• Creative, spacious offices with breakout areas
• Cycle to work scheme
• Fundraising initiatives for our registered charity – the PHMG Foundation